At Inditab E Solutions Pvt. Ltd., customer satisfaction and trust are our top priorities. We are committed to providing prompt, fair, and transparent redressal of all customer grievances related to our digital services — including recharges, bill payments, PAN services, API/white-label solutions, and other fintech offerings.
This policy outlines the framework and process for registering, addressing, and resolving customer complaints in a timely and efficient manner.
1. Objective
The objective of this policy is to:
Ensure fair, consistent, and prompt resolution of customer complaints.
Provide customers with clear information on how to raise concerns.
Continuously improve our systems and services through feedback.
2. Scope
This policy applies to all customers, partners, and users of Inditab’s products and services, including retail users, distributors, resellers, and API/white-label clients.
3. Grievance Categories
Customers may raise grievances related to, but not limited to:
Transaction failures or delays (recharge, bill payment, etc.)
Payment not reflected or refund delays
Account or wallet issues
Technical or integration errors (for API/white-label clients)
Unauthorized transactions or account misuse
Poor service experience or lack of response
4. Grievance Redressal Process
Step 1: Register a Complaint
Customers can register a complaint through any of the following channels:
📧 Email: support@inditab.com
🌐 Website: https://www.inditab.com/contact-us
📩 Mail: Inditab E Solutions Pvt. Ltd., [Registered Office Address]
While registering a complaint, customers should provide:
Registered mobile number / user ID
Transaction ID / date of transaction
Description of the issue with relevant screenshots (if applicable)
Step 2: Acknowledgement
An acknowledgement email or ticket ID will be shared within 24 hours of receiving the complaint.
The complaint will be recorded in our internal grievance tracking system.
Step 3: Resolution Timelines
We aim to resolve complaints within the following timelines:
| Nature of Complaint | Resolution Time |
|---|---|
| Failed / pending recharge, bill payment | Within 3 working days |
| Refund-related issues | Within 5–7 working days |
| Wallet/account-related queries | Within 3 working days |
| Technical / API issues | Within 7–10 working days |
| Other service-related grievances | Within 10 working days |
If a complaint requires more time, customers will be informed of the expected timeline.
5. Escalation Matrix
If your issue remains unresolved or you are not satisfied with the initial response, you can escalate it as follows:
Customer Support Team
📧 support@inditab.com
⏱️ Resolution: Within 3 working days
6. Closure of Complaint
A complaint will be treated as closed when:
The customer expresses satisfaction with the resolution; or
The company has provided a final resolution after due process.
7. Review and Continuous Improvement
Inditab reviews all customer complaints regularly to identify patterns, improve service quality, and enhance the overall customer experience.